IT Service Management in SAP Solution Manager

Transcription

1 Nathan Williams IT Service Management in SAP Solution Manager Bonn Boston

2 Contents at a Glance PART I Introduction 1 An Overview of IT Service Management User Interfaces for SAP ITSM Functions in SAP Solution Manager Preparing Your SAP Solution Manager System to Support SAP ITSM Functions PART II Application Incident Management 4 An Overview of Application Incident Management Application Incident Management End-User Roles and Process Flows Integration into Application Lifecycle Management Channels for Creating and Resolving Incidents and Problems Core Features of Application Incident Management Additional Features of Application Incident Management Functional Configuration for Application Incident Management PART III Change Request Management 11 An Overview of Change Request Management Change Request Management End-User Roles and Process Flows Additional Features of Change Request Management Enabling the Transport Management System for Change Request Management Functional Configuration for Change Request Management Maintenance and Project Administration Activities PART IV Reporting and Analytics 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM Change Request Management Reporting and Analytics

3 Contents Introduction PART I: Introduction 1 An Overview of IT Service Management Overview of ITIL and IT Service Management Background What Is ITIL? IT Service Management Roadmap Application Lifecycle Management in SAP Main Components of Application Lifecycle Management ITIL s Six Phases of Application Lifecycle Management Incident Management Overview of Incident Management Incident Management According to ITIL Incident Management in SAP Solution Manager Service Request Management Overview of Service Request Management Service Request Management According to ITIL Service Request Management in SAP Solution Manager Problem Management Overview of Problem Management Problem Management According to ITIL Problem Management in SAP Solution Manager Change Management Overview of Change Management Change Management According to ITIL Integration of ALM and ITSM Summary User Interfaces for SAP ITSM Functions in SAP Solution Manager SAP CRM Web User Interface Key Features

4 Contents Navigating the SAP CRM Web UI Role-Specific Views Architecture Work Centers What Is a Work Center in SAP Solution Manager? Key Features of SAP Solution Manager Work Centers Navigating the Work Centers Architecture of SAP Solution Manager Work Centers Summary Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Post-Installation and Technical Setup Overview System Preparation Basic Configuration IT Service Management Authorization Roles and Security Concept Incident Management User Roles Change Request Management Security Concept Master Data Maintenance Business Partners Organizational Model ibase Number Ranges Adapting the SAP CRM Web UI: Configuration and Personalization Business Role SOLMANPRO Business Role Maintenance Adapting the Business Role Personalizing the SAP CRM Web UI Layout Configuring the SAP CRM Web UI Layout Summary

5 Contents PART II: Application Incident Management 4 An Overview of Application Incident Management Goals and Motivation The Evolution of SAP Service Desk Application Incident Management in a Nutshell The Goal of Application Incident Management Architecture and Infrastructure IT Service Desk Operability with Related Components New Features and Enhancements Delivered with SAP Solution Manager Release 7.1-Based Transaction Types New Features in SAP ITSM Enhanced Features SAP CRM Web UI for Creating, Processing, and Tracking Overview Application Incident Management Web UI Summary Application Incident Management End-User Roles and Process Flows Roles in Application Incident Management Designing a Tiered Support Structure Active Users External/Background Roles Incident Management Process Breaking Down the Process of Incident Management Find Incident Receive Incident Search for Solution Dispatch Incident Provide Solution Problem Management Process Breaking Down the Process of Problem Management Find Problem Receive Problem

6 Contents Search for Solution Forward Problem Provide Solution Service Request Management Process Breaking Down the Process of Service Request Management Find or Create Service Request Receive Service Request Complete Checklist Item Access Workflow Task Summary Integration into Application Lifecycle Management Design and Build Phases Design Phase (Business Blueprint) Build Phase (Configuration) Test Phase Test Case Errors Relating Test Cases to Incidents Deploy Phase Operate Phase Technical Monitoring Alerts Business Process Monitoring Alerts Summary Channels for Creating and Resolving Incidents and Problems Inbound Channels SAP Frontend Integration Web Self-Service: SAP CRM Web UI Web Self-Service: Work Center Interaction Center Follow-Ups SAP Support Request for Change External Help Desk Integration Tasks Summary

7 Contents 8 Core Features of Application Incident Management Business Roles and Predefined User Interfaces SAP ITSM End User SAP ITSM Level 1 Support UI SAP ITSM Professional UI Hide Unused Assignment Blocks Details Categorization Processing Data Relationships Object Relationships Text Management Text Description Text Log Related Test Cases Template ID Test Package Status Text SAP Collaboration Overview SAP xsearch System Data Prerequisites SAP Component Additional Information Summary & Send Additional Activities SAP Notes SAP Note Search Options Integrated Capabilities Attachments Checklists Scheduled Actions Processing Log Related Transactions Summary

8 Contents 9 Additional Features of Application Incident Management Time Recording Overview Factors of Time Recording Process to Record Time Service Level Management Overview Key Concepts Assignment Block Details Date Types Date Durations Calculating IRT and MPT Dispatching Messages to the Support Team Overview Components for Rule Processing Options for Dispatching Knowledge Articles Overview User Interface Core Capabilities Summary Functional Configuration for Application Incident Management Chapter Overview How This Chapter Is Structured Assumptions Partner Determination Procedure Create a New Partner Function Assign New Partner Function to Partner Determination Procedure Specify Partner Function Display in Transactions Maintain SAP CRM Web UI Settings for Partner Determination Support Team Determination Configuration Overview

9 Contents Create Application in the Business Rules Framework Create the Ruleset Create the Decision Table Create the Rule Simulate the Rule Set Actions for Support Team Determination Automatic Forwarding of Messages Time Recording Define Activity Descriptions and Values Time Recording Reminders Categorization Baseline Categorization Schema Assign Transaction Types to Catalog Categories Create/Modify Schema Assign Application Area Activate Categorization Schema Updating an Active Schema Add Additional Category Levels Adding a Second Categorization Block Importing Categorization Schema to Another System Solution Categorization Text Management Text Determination Procedures Text Formatting System Text Templates Status Profile Create New Status Value Authorization Keys Status Mapping Status Dependencies SLA Escalation Define Service and Response Profiles Define SLA Determination Procedure Define Settings for Durations Specify Customer Time Status Adjust Thresholds for IRT and MPT Status Schedule Escalation Background Job Activate SLA Escalations

10 Contents 10.9 Actions and Conditions Automatic Notifications Priorities Priority Values Impact, Urgency, Recommended Priority Values Additional Capabilities Customer-Specific Application Components Create Follow-Up Document Processing Log Worklist Summary PART III: Change Request Management 11 An Overview of Change Request Management Goals and Motivation Top Drivers for Change Control Addressing the Challenges, Constraints, and Requirements ChaRM in a Nutshell The Goal of ChaRM Architecture and Infrastructure Components of Change Request Management The Three Tiers of Change Request Management An Introduction to Change Transaction Types New Features and Enhancements Delivered with SAP Solution Manager Transaction Types Decoupling and Reassigning Transport Requests Change Project Assignment Status-Dependent Import of Transport Requests Process Improvements Preliminary Import for Normal Changes Changes Delivered in Assignment Blocks Web UI for Creating, Processing, and Tracking Summary

11 Contents 12 Change Request Management End-User Roles and Process Flows ChaRM in the SAP Ecosystem Roles in Change Request Management Requester Service Employee Change Approver Change Advisory Board (CAB) Developer Tester IT Operator Request for Change Process Process and Tools Starting the Request for Change Process Subprocess: Scope Extension Key Differences between Normal and Urgent Changes Transport Request Handling Test Transports Maintenance Cycle Task List Normal Change Process Normal Change Process Overview End-User Roles in the Change Process Urgent Change Process Developer: Implements Change Tester: Tests Change Change Approver: Approves Change for Production Import IT Operator: Imports Change into Production Administrative Change Process IT Operator: Performs Administrative Activities Change Approver: Confirms Administrative Activities General Change Process Developer: Implements Change Tester: Tests Change Developer: Documents Change Change Approver: Evaluates and Confirms Change

12 Contents 12.9 Defect Correction Process Tester: Creates Defect Correction Developer: Implements Defect Correction Tester: Tests Defect Correction Summary Additional Features of Change Request Management Retrofit Overview Retrofit Process Overview (High-Level) Retrofit in Use Cross-System Object Lock (CSOL) Overview Common Use Cases Cross-System Object Lock in Use Critical Object Check Overview Critical Object Check in Use Managing Changes for Non-ABAP Systems Overview CTS+ Integration into Change Request Management Summary Enabling the Transport Management System for Change Request Management What You Should Know Before Setting up TMS for ChaRM Getting Started Import Strategy and Changes as of Release Enabling the Transport Management System for ChaRM Define Transport Routes Activate Extended Transport Control Configure Transport Strategy Check Transport Domain Controller Add Import Authorizations Create RFC Destination Domain Controller Summary

13 Contents 15 Functional Configuration for Change Request Management Chapter Overview How This Chapter Is Structured Assumptions Cross-ITSM Functionalities Basic Configuration Overview Integrate Change Request Management with SAP Solution Manager Activate SAP Solution Manager Services Standard Configuration Overview Set Project Assignment of Requests as Mandatory Specify Change Request Transaction Type Enabling SAP ITSM Process Integration Define General Copying Control Rules for Transaction Types Define Change Request Management Mapping Rules for Copying Control Adapting Standard Change Request Management Workflow Overview Status Administration Maintain Action Profile Maintain Conditions Approval Settings Overview Define Approval Settings and Assign Procedure to Transaction Type Approval Procedures Determined by Rule Modeler Extended Configuration Overview Critical Transport Objects Activate Cross-System Object Lock and Downgrade Protection Change Request Management Reporting Service

14 Contents Transport Request Import Strategy (Status-Dependent Imports) Additional Features View 7.0 Transaction Types in SAP CRM Web UI Define Risk Levels Adjust the Behavior of UI Objects by Status Define Which Transaction Types Must Be Completed with a Project Cycle Summary Maintenance and Project Administration Activities Implementation and Maintenance Projects Overview and Architecture Implementation, Template, and Upgrade Projects Maintenance Projects Creating an SAP Solution Manager Project Maintenance and Project Cycles Overview and Architecture Cycle Transaction Cycle Task List Project and Maintenance Cycle Phases Creating an SAP Solution Manager Maintenance Cycle Completing the Maintenance or Project Cycle Maintenance Cycles: Deciding Whether to Complete or Reuse Setting the Complete Phase: What to Expect Maintenance Cycle Strategy Example Common Scenarios IMG and CTS Projects Overview and Architecture Navigate IMG Project and CTS Data Summary

15 Contents PART IV: Reporting and Analytics 17 Introduction to SAP IT Service Management Reporting and Analytics: AIM and ChaRM SAP IT Service Management Analytics Overview SAP IT Service Management Analytics: Key Components Roles in SAP ITSM Analytics SAP IT Service Management Analytics Capabilities Search and Monitoring Interactive Reporting SAP Solution Manager with SAP NetWeaver BW SAP NetWeaver BW Integration into SAP ITSM Analytics SAP ITSM BW Dashboards SAP NetWeaver BW Reporting Summary Change Request Management Reporting and Analytics Introduction to Change Request Management Reporting Components of Change Request Management Reporting Data Collection Retrieving the Data Data Display Status of Data Change Request Management Reporting: Use-Case Examples Transport Request Tracking Transport Request Tracking Capabilities Enabling the Change Request Reporting Service Other Change Request Management Reports Project Logistics Task Lists Summary Appendices A Lessons Learned When Implementing SAP ITSM Functions A.1 Organizing an SAP ITSM Implementation A.2 Blueprint and Design Considerations

16 Contents A.3 System Configuration Approach A.4 Positioning Yourself for a Successful Go-Live A.5 Summary B Upgrading to SAP Solution Manager B.1 What You Need to Know to Transition to Release B.2 SAP ITSM Transition Strategy B.3 Configuration Upgrade Roadmap B.4 Summary C The Author Index

17 Introduction The release of SAP Solution Manager 7.1 delivered an improved, sophisticated, and entirely overhauled platform to support customers throughout Application Lifecycle Management (ALM) and beyond into the operations and optimization of their IT landscapes. Rather than renaming the product to merely keep up with product version standards, the latest release of SAP Solution Manager changes the game in regards to how customers are reacting to, focusing on, and investing in efforts to leverage as much functionality as possible. With nearly just a year into the general availability of SAP Solution Manager 7.1, the adoption rates of the existing SAP customer base have been overwhelming. SAP s investment in SAP Solution Manager proves that release 7.1 has been a key focus in regards to improvements in technology, openness, and usability. These improvements apply not only to SAP Solution Manager holistically, but also specifically to the new SAP IT Service Management (SAP ITSM) features delivered with release 7.1. Problems, incidents, service requests, requests for change, and changes to the landscape are all managed from a central platform. The processes across these areas provide automation, efficiency, and flexibility while also ensuring reliance and control from an IT management perspective. Rather than relying on manual processes, third-party tools, or human intervention, SAP Solution Manager provides the tools and control to effectively deliver and manage services related to your IT landscape. Some key benefits offered with SAP ITSM in SAP Solution Manager 7.1 include an enhanced infrastructure, web UI, and best-in-class messaging capabilities to deliver Application Incident Management (AIM) and Change Request Management (ChaRM) processes that are aligned to ITIL standards. Throughout this book, we will discuss how the following key improvements can be brought to life to enable an SAP ITSM solution for your organization: SAP ITSM supports the customer entire solution, beyond just SAP. IT assets such as mobile devices and printers can now be aligned to the processes within 21

18 Introduction SAP Solution Manager. A single, central platform can be leveraged to manage incidents and changes related to the entire landscape. The user acceptance rate is astonishing and can be attributed to the increased usability of SAP ITSM features. A flexible, simple, and customizable web UI is available for message processing and dashboard reporting. Guided procedures, which included automated setup features and integrated documentation, help to deploy the functionality at a more rapid and intuitive manner. SAP ITSM is not just a capability for the technical teams. Incident Management, Problem Management, Service Request Management, and Change Request Management span the entire IT and business organization. SAP ITSM is included in enterprise support. As of release 7.1, it s nearly impossible to develop a business case to procure, license, install, and support a thirdparty SAP ITSM application when SAP Solution Manager offers the same (if not better) capabilities. Regardless of which application lifecycle phase you may be in or which products comprise your installed base, this book will walk you through the steps of transitioning the benefits of SAP Solution Manager 7.1 into a reality for your organization. This book will help build a strong business case for implementing and/or upgrading to SAP ITSM in SAP Solution Manager. Who This Book Is For This book has been developed to reach a wide audience. At a high level, the content within this book is intended for members involved in the delivery of IT services. For implementation projects, this means service strategy teams and stakeholders. For support projects, this typically means members of the Center of Excellence (COE). The material within this book, depending on the chapter, is relevant to the CIO, IT leadership, service leads, team leads, support staff, and SAP Solution Manager owners and administrators. Certain chapters contain overview material, reporting capabilities, and process descriptions that appeal to managers and executives. On the other hand, a large portion of the book is reserved for how-tos, configuration activities, and lessons learned that will benefit those tasked with leading and implementing SAP Solution Manager. 22

19 Introduction What This Book Covers Part I of the book starts with an overview of IT Service Management. We start by describing the processes at a high level to establish a foundational context that supports the overall content of the book. Following, we enter a discussion on the UIs available within the SAP ITSM features in SAP Solution Manager. We discuss the basic setup activities, including post-installation activities and master data setup, in order to prepare you to begin the functional configuration of SAP ITSM processes. Chapter 1 This chapter provides a basic overview of SAP ITSM, ITIL, ALM, and how SAP Solution Manager delivers these functions in an integrated manner from a central platform. Readers who are new to these frameworks and methodologies will be provided with a high-level understanding of the concepts and terminology. The objective of this introduction is to set the foundation for the rest of the material, concepts, and functionalities described within this book. Chapter 2 This chapter introduces you to the new SAP CRM Web Client UI delivered with 7.1 and explain its layout, navigation, and structure. Because Work Centers remain an integral part of SAP Solution Manager, this chapter will also explain the key features, navigation, and the structure of Work Centers. Chapter 3 This chapter provides the post-installation steps that are required before deploying any of the SAP ITSM functionality. SOLMAN_SETUP, as it relates to SAP ITSM functionality and the required prerequisites, is explained in this chapter. This chapter also describes the security authorizations, master data settings, and UI setup required to execute both administration and end-user SAP ITSM functions. We then begin Part II of the book, Application Incident Management. We provide an overview of Application Incident Management (AIM), discuss the ins and outs of its subprocesses, and describe how it integrates into Application Lifecycle Management (ALM) for SAP. We provide an overview of the features of AIM and then show you how to configure those features. Chapter 4 This chapter provides an overview of AIM, including its goals, infrastructure, changes in the new release, and UI. 23

20 Introduction Chapter 5 This chapter highlights the business partner roles that are delivered in release 7.1 for AIM. Their duties are described in an effort to prepare organizations to begin a role-mapping concept. Additionally, each transaction type s corresponding process flow will be explained in detail. Chapter 6 AIM can be aligned to any or all SAP implementation or operation phases. This chapter identifies when, where, and how AIM can benefit implementation or support teams. Recommendations are given for when and why to adopt AIM processes specific to your organization s requirements. Chapter 7 There are several options for initiating the AIM process (i.e., for an end user to request an incident to be sent to the SAP Solution Manager system). This chapter explains each method available for creating a problem or incident. Chapter 8 This chapter explains the data and functionality contained in the AIM assignment blocks in the SAP CRM Web UI. Many of these functions have been overhauled since release 7.0 with both a different look and feel. This chapter describes each of the functions available for incident/problem creation, processing, and closing. Further, this chapter explains the steps necessary to leverage these functions according to best practices. Chapter 9 This chapter describes some important functionalities within AIM: Time Recording, Service Level Agreements (SLAs), message dispatching, and knowledge articles. These are all important to the process of AIM, and many have new functionality offered in the 7.1 release. Chapter 10 This chapter provides a description, as well as a step-by-step guide, for the configuration settings required to enable AIM. Tips, tricks, and best practices for configuring AIM features will be provided within each subsection. Part III of the book, Change Request Management, is structured similary to Part II; however, it s tailored to address the ChaRM functionality within SAP Solution Manager. We close the book out by providing an overview of the SAP ITSM reporting and analytics capabilities and lessons learned throughout our prior engagements with SAP Solution Manager. 24

21 Introduction Chapter 11 This chapter provides an overview of ChaRM, including its goals, infrastructure, features of the new release, and UI. Chapter 12 This chapter highlights the business partner roles that are delivered in release 7.1 for ChaRM. Additionally, each transaction type s corresponding process flow is explained in detail. Chapter 13 In addition to the core features of ChaRM, there are several additional features that support change control. This section describes those additional features that support customers who have dual landscapes, non-abap systems, and special handling procedures for specific objects. Chapter 14 This chapter describes the process and steps to set up Transport Management System (TMS) for a ChaRM environment. Additionally, this chapter describes other basic technical setup activities that aren t covered by the automatic configuration in SOLMAN_SETUP. Chapter 15 This chapter provides a description, as well as step-by-step guide, for the configuration settings required to enable ChaRM. Tips, tricks, and best practices for configuring ChaRM features will be provided within each subsection. Chapter 16 This chapter describes the maintenance and project administration activities required to begin a ChaRM project. It discusses the projects required to activate ChaRM as well as the steps required to generate a project cycle and a maintenance cycle. In Part IV, we explain the reporting and analytics capabilities that are provided standard from SAP Solution Manager to support ITSM functions. We'll provide an overview of the capabilities offered to measure ITSM KPIs that support executive leadership roles in the IT organization, down to the support staff. Capabilities that support both AIM and ChaRM will be covered, and we'll also take a look into the SAP NetWeaver BW reporting features delivered with release 7.1. Chapter 17 This chapter covers the SAP ITSM reporting and analytics capabilities available within SAP Solution Manager. Interactive reports, powerful search and monitoring 25

22 Introduction capabilities, dashboards, and the SAP Solution Manager plus SAP NetWeaver BW option are discussed. Chapter 18 This chapter describes the main reporting tools available for ChaRM. In addition to reporting on the status of requests for change and change documents, transports objects are collected from the managed systems and presented in SAP Solution Manager as well. We then provide two supplemental appendices. Appendix A This appendix provides lessons learned and best practices for implementing AIM and ChaRM for an organization. From strategy and design to go-live and support, this appendix explains how to avoid common pitfalls throughout implementation. Appendix B In many scenarios, customers will have ChaRM or Service Desk live in a release 7.0 environment. To protect that data, it s recommended that you perform an upgrade to release 7.1. There are several issues to take into consideration when upgrading to release 7.1. This appendix describes what each customer who requires an upgrade will need to know, as well as best practices for making the transition. All configuration samples and screenshots were prepared using SAP Solution Manager 7.1, Service Pack 07, available at the time of the writing of this book (December 2012). 26

23 Regardless of the size, complexity, or scope of the ITSM functionality you decide to deploy through SAP Solution Manager, there are preparatory activities that must be completed before diving into the functional configuration. This chapter highlights those activities, and provides use case examples that will help guide you through setting them up. 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Now that you have a thorough understanding of the integration between Application Lifecycle Management (ALM) and IT Service Management (ITSM), as well as the supporting frameworks to enable the delivery of IT services, it s time to start standing these processes up in your SAP Solution Manager system. Before we dive into the meat of the SAP ITSM scenarios, we must begin by building a base. This chapter provides an overview of the prerequisite and basic setup activities that will establish the foundation for subsequent activities related to building out your SAP ITSM strategy in the SAP Solution Manager system. Building this foundation consists of the following main areas: Post-installation and technical setup Authorization roles and security concept Master data maintenance Adapting the SAP CRM Web UI: configuration and personalization The content described in this chapter spans technical, Basis, security, SAP Solution Manager, and SAP CRM tasks. Although we don t expect you to be an expert in all of these areas, our objective is to provide the information necessary for you to execute and/or lead the completion of tasks related to these areas to prepare your SAP Solution Manager system to receive SAP ITSM. 89

24 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions 3.1 Post-Installation and Technical Setup After the Basis team has finished either upgrading or installing the latest SAP Solution Manager 7.1 system and delivered it as available, you must take the necessary steps to stand up SAP ITSM. This section provides an overview of the basic configuration steps required prior to configuring the SAP ITSM scenarios in SAP Solution Manager. We ll describe which steps are critical and how to perform them before the SAP ITSM processes can be enabled. The objective of this section is to provide you with the critical steps required to prepare your SAP Solution Manager system to run SAP ITSM processes. You ll notice a lot of steps and activities that are touch points to other scenarios within SAP Solution Manager. For our purposes, we can ignore those. Additionally, there are cases where the guided procedures include tasks that will be discussed in detail in later chapters Overview Most likely the first transaction you ll execute after the SAP Solution Manager system has been installed is Transaction SOLMAN_SETUP. Transaction SOLMAN_ SETUP provides guided procedures to help quickly deploy the basic configuration settings required before incorporating business and IT requirements into the SAP Solution Manager scenarios. Documentation, accelerators, and direct links to the activities performed within the SAP Solution Manager system are provided within Transaction SOLMAN_ SETUP. In many cases, automatic deployment of configuration is available to rapidly apply the configuration. In other cases, which will be noted, you must manually configure the settings. For these cases, documentation is provided along the way with step-by-step instruction. Note For guidance on the necessary authorizations to perform the basic configuration, see SAP Note : ST7.0 and 7.1 SP01 and Higher: Roles for SOLMAN_SETUP. Figure 3.1 identifies the UI of Transaction SOLMAN_SETUP. 90

25 Post-Installation and Technical Setup 3.1 Roadmap Help Section Activities Navigation Log Figure 3.1 SOLMAN_SETUP Architecture The following components make up the overall architecture of the basic configuration activities: Navigation bar Selecting an area within the navigation bar will determine which set of activities get displayed. For the purposes of SAP ITSM and to stick within the scope of activities within this book, we ll focus on the following areas: System Preparation Basic Configuration IT Service Management We recommend that the basic configuration activities be completed in their entirety after the SAP Solution Manager system has been installed and/or upgraded. For our purposes, we ll limit the overview and instruction to activities dealing specifically with ITSM. Roadmap The roadmap section identifies where you are within the basic configuration steps. Depending on which navigation item you select, the roadmap will update accordingly. At each phase in the roadmap, colored icons will identify the status of each phase (as described in Table 3.1). 91

26 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Status Description Step was performed successfully. Step was performed with warnings (recheck needed). Step requires reexecution because of system update. Step was performed with errors (recheck and re-execute). Table 3.1 Transaction SOLMAN_SETUP Status Information Icons Help section Each Transaction SOLMAN_SETUP screen has a Help section that typically provides background information about the selected activity as well as expected results after the activity has been performed. Activities The Activities section provides links to execute both automatic and manual tasks as well as links to the associated documentation. Status information and execution status is recorded to help identify which tasks have been completed successfully. Log The Log section provides detailed information immediately following the execution of an activity. The log keeps a history of the activity that was performed, by who, when, and the resulting status System Preparation For system preparation, we ll complete the steps described in the following subsections. You ll find a brief overview of each of these steps, as well as instructions on how to configure these basic settings. Create Users Creating the SAP Solution Manager users with Transaction SOLMAN_SETUP guided procedures is quick, simple, and automatic. After a few clicks, all of the required system and dialog users, passwords, and their roles are automatically created. 92

27 Post-Installation and Technical Setup 3.1 You have the flexibility to perform any of the following maintenance activities, depending on whether the users need to be created or updated. For the following activities, ensure that you re in the System Preparation Create Users work area. Create New Users (use one of the following methods) Select the button Create All Users. Select each user one by one, and then select the Execute button. Update Authorizations Select the user that requires the update (Transaction SOLMAN_SETUP will provide status information if this is the case). Select the option to Update Authorizations of Existing Users in the Action field. Click Execute. Update Passwords Select a system user. Select the option to Update Password in the Action field. Select Execute. Note Keep the following in mind when maintaining users and passwords from SAP Solution Manager: Passwords for dialog users (e.g., SOLMAN_ADMIN) aren t needed and therefore don t require maintenance. If your system users are controlled via Central User Administration (CUA), they can t be maintained from Transaction SOLMAN_SETUP. Figure 3.2 identifies the area in Transaction SOLMAN_SETUP for creating users. Check Installation In these steps, the SAP Solution Manager automatically performs a series of various checks to validate that those specific parameters, system settings, connections, configurations, and prerequisites are fulfilled prior to configuring the scenarios in SAP Solution Manager. 93

28 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Figure 3.2 Create Users: Transaction SOLMAN_SETUP To perform these steps, do the following: 1. Ensure you re in the System Preparation Check Installation work area of Transaction SOLMAN_SETUP. 2. Select the button Execute All. 3. Each activity description below should result in a green status after they have been executed as shown in Figure 3.3. Any errors or warnings will appear in the log in the bottom of the screen. Correct the errors and warnings before proceeding. Figure 3.3 Check Installation Activities Successful 94

29 Post-Installation and Technical Setup 3.1 Implement SAP Notes Implementing the SAP Solution Manager central correction note is absolutely essential before beginning the configuration of SAP ITSM scenarios (or any SAP Solution Manager scenario). The central correction note contains a collection of notes that provides a foundation for configuration as well as fixes to various configurations within SAP Solution Manager. In the guided procedure, you must complete all of the following steps associated with applying the central correction note: Downloading the note from SAP Importing the note via Transaction SNOTE Performing post-processing Transaction SOLMAN_SETUP provides the central point to launch these activities as well as track the processing status. However, the central correction note is applied via Transaction SNOTE (which you ll notice when you begin to execute these activities). Important! Be sure to pay attention, note, and perform all required manual post-processing steps. While Transaction SNOTE will import the majority of the corrections automatically, there will be cases in which manual post-processing is required. Don t overlook or think you can skip these steps. If you don t perform them, you ll encounter issues in the future. Often, SAP will provide updates (new notes) to the central correction note associated with the support package your SAP Solution Manager system is currently on. There are three different ways to identify the updates: An information pop-up box appears when you access the System Preparation activities. An indicator in the roadmap next to the text Implement SAP Note warns you that you must reexecute the activity. The Updates Needed field is flagged in the steps to implement the note. Execute these activities by clicking on the relevant links as shown in Figure 3.4. You ll be taken directly to the Transaction SNOTE in the SAP GUI. To complete 95

30 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions these activities, adhere to your organization s standard process for implementing SAP Notes. Figure 3.4 Steps to Implement Central Correction Note Configure ABAP This simple, automated configuration performs the following key activities: Creates SAP Solution Manager as a system in your landscape Creates the logical systems for SAP Solution Manager Activates the Service Data Control Center (not relevant for SAP ITSM) Simply clicking the Execute selected button above the SOLMAN_SETUP activity will achieve these basic configuration settings. Web Service Configuration Web Service Configuration, although not directly related to the SAP ITSM functions, should not be skipped because we re configuring all of the System Preparation tasks within Transaction SOLMAN_SETUP. These basic configuration settings enable the necessary activation for web services related to SAP Solution Manager; that is, services related to web dispatcher, authentication types, and the creation of logical ports. Because these items are beyond the scope of our book we won t go into depth about the web services. The web services can be activated by clicking on their respective links and following the related documentation for how to configure them. Prepare Landscape The activities within the Prepare Landscape section of Transaction SOLMAN_ SETUP relate almost exclusively to synching content from the System Landscape Directory (SLD) to the Landscape Management Database (LMDB). The LMDB, 96

31 Post-Installation and Technical Setup 3.1 which can be considered the next-wave System Landscape area (Transaction SMSY), must be populated with the systems SAP ITSM will control. As of SAP Solution Manager 7.1, certain key activities can t be administered in Transaction SMSY. For example, the creation of Remote Function Call (RFC) connections must be set up in the LMDB. So, to begin configuring the ChaRM scenario within SAP ITSM, your managed systems must be populated within the LMDB. Administering the SLD and LMDB are technical tasks that the Basis (technical) teams are responsible for. In subsequent chapters, we ll discuss the LMDB further as well as describe how to generate the RFC connections to the managed systems within the LMDB. In Transaction SOLMAN_SETUP, guided procedures and documentation are available to help you populate the LMDB with your systems via SLD synchronization Basic Configuration In the Basic Configuration area of Transaction SOLMAN_SETUP, SAP ITSM is primarily concerned with the tasks within the Configure Automatically section. Like the other areas of Transaction SOLMAN_SETUP, we recommend that they are all configured as part of post-processing the SAP Solution Manager system. For the purposes of our book, we ll continue to explain the basic configuration steps necessary to begin the configuration of SAP ITSM. Configure Automatically Specifically, the following tasks within the Configure Automatically section are critical for SAP ITSM: Activate Piece Lists Create External Aliases Activate Services Prepare Business Partner Change Business Partner for SAP Support Generate Business Partner Screen 97

32 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions Schedule Background Jobs Connection to SAP Schedule Standard Jobs Clean-up Priorities from Issues Schema At a minimum, these configuration activities must be completed prior to beginning the configuration of your SAP ITSM scenarios. The documentation within Transaction SOLMAN_SETUP will provide an overview of each of these activities. To configure them, you can select either the Execute All or Execute Selected buttons, depending on your configuration approach IT Service Management In this section of the Transaction SOLMAN_SETUP activities, we ll describe the basic configuration specific to SAP ITSM. As previously mentioned, there will be some steps within this section that we ll postpone for now. The postponed steps will be described in more detail in subsequent chapters. We will cover configuration and setup activities, including use case examples, throughout the following chapters: Chapter 10 Chapter 14 Chapter 15 Chapter 16 Incident and Problem Management From the main page of SOLMAN_SETUP, select the Incident & Problem Management button shown in Figure 3.5 to begin the guided procedures for the first SAP ITSM scenario. Figure 3.5 Select Incident Management Guided Procedures 98

33 Post-Installation and Technical Setup 3.1 Figure 3.6 shows the Transaction SOLMAN_SETUP areas specific to Incident and Problem Management. The activities shown in the gray boxes are covered in this chapter. When navigating through these areas, you ll see a lot of other tasks that are related to this SAP ITSM scenario. For now, we ll place those activities on hold until we reach a later chapter. For tracking and documentation purposes, you have the option to manually set the execution status for each activity to help you keep track of what still must be performed. Check Piece List Activation Maintain BCOS_CUST Copy SAP Customizing Specify Incident Tx Types Classify Transaction Types Maintain SAP Customer # S-User for SAP Backend Create Product Hierarchy Figure 3.6 Incident and Problem Management Activities We ll go over the areas shown in the figure in the following subsections. Check Piece List Activation This step will run a check to make sure that the piece lists have been activated (we performed the activation in Basic Configuration). After you execute the check, you should receive a log entry as shown in Figure 3.7. If you receive an error or warning, you may have skipped this in Basic Configuration. Figure 3.7 Piece List Activation Log Copy Transaction Types A transaction type, also referred to as a document type, defines the attributes and characteristics of a SAP CRM business transaction. Transaction types exist in SAP Solution Manager for any functionality that leverages messaging capabilities. For 99

34 3 Preparing Your SAP Solution Manager System to Support SAP ITSM Functions example, problem messages, incident messages, defect corrections, and requests for change are all transaction types in SAP Solution Manager. Copying the standard transaction types into a customer namespace ensures that changes (both during implementation and in the future) to Customizing are not overwritten as a result of support packages, upgrades, or related maintenance activities. SAP Solution Manager 7.1 provides a Transaction Type Copy Tool screen that automatically copies standard transaction types and their associated profiles (e.g., status, partner, action profiles). To use this screen, follow these steps: 1. Launch the Transaction Type Copy Tool screen by selecting the Start Transaction button next to the task Copy SAP Standard Customizing. 2. In the next screen (Figure 3.8), enter the value SMIN in the Source Transaction Type field, and the value YMIN in the Target Transaction Type field. Figure 3.8 Transaction Type Copy Tool 3. On the next page, Copy Transaction Type (SMIN YMIN), select the Start Copying Process button ( ). 4. Confirm all of the prompts to store the Customizing in a transport request. 5. Confirm that your logs contain no errors as shown in Figure

35 Post-Installation and Technical Setup 3.1 Figure 3.9 Copy Transaction Type Logs You must repeat this process for each transaction type in scope for your SAP ITSM scenario. Chapter 4 provides an overview of each transaction type relating to SAP ITSM functions. Maintain BCOS_CUST In the Automatic Configuration section, you execute the automatic activity that populates Table BCOS_CUST with the appropriate entry. For Incident Management, this entry is required when incidents are generated from the Help Create Support Message option. Specify Transaction Types for Incidents In the Manual Configuration section, you begin by specifying which transaction type will be triggered when a new incident is created from SAP Solution Manager. Because you have copied the standard SMIN into your customer namespace, you want to call the YMIN incident transaction type. 1. Select the link Start Transaction next to the activity Specify Transaction Type for Incidents. 2. In the SAP GUI screen that appears, maintain your incident transaction type in the PROCESS_TYPE field as shown in Figure Figure 3.10 Specify Incident Transaction Type 3. Click Save. Classify Transaction Types In this manual activity, you ll classify the transaction type for Incident Management depending on one of four scenarios: 101